An automated support platform for an SMM services panel
Overview
An SMM panel receiving hundreds of daily support tickets — a system auto-checks the disputed order via API and replies or escalates, cutting manual handling by more than half.
The challenge
Most tickets were the same question: "where's my order?" — with an agent manually checking the provider panel each time. At scale replies took hours, customers filed duplicates, and queues multiplied over the same issues.
What we did
- Direct admin-panel API integration: the system pulls the real order status instantly.
- Smart automatic replies for standard states (in progress, completed, auto-refill) and escalation of what needs a human.
- Duplicate-ticket detection merging complaints onto the same order.
- A supervisor dashboard: response times, most-complained-about services and provider health.